Senior Business Operations Manager

Job Summary 
We are seeking a highly analytical and strategic Business Operations Manager to drive operational excellence, customer adoption, and data-driven decision-making across the organization. This role partners closely with cross-functional teams including Customer Success, Sales, Product, and Finance to optimize processes, improve customer outcomes, and support scalable growth.

The ideal candidate has experience in business operations, customer success operations, or program management, with a strong focus on analytics, process improvement, and stakeholder collaboration. Exposure to AI tools, automation, and SaaS business models is highly preferred.
 Key Responsibilities 
Customer Adoption & Strategy

• Develop and execute customer adoption strategies to improve engagement, retention, and value realization

• Partner with Customer Success and Sales teams to drive adoption initiatives across customer segments

• Identify at-risk customers and support intervention strategies to reduce churn

Performance Monitoring & Analytics

• Track and analyze key performance metrics such as:

  • Customer adoption

  • Retention (GRR/NRR)

  • Customer satisfaction (NPS/CSAT)

• Build dashboards and reports to provide real-time visibility into business performance

• Generate actionable insights to support strategic decision-making

Operational Excellence

• Design and implement scalable processes, playbooks, and workflows

• Drive automation initiatives to improve efficiency and reduce manual effort

• Establish governance frameworks and operating cadences for performance tracking

Cross-Functional Collaboration

• Partner with Product, Sales, Customer Success, and Finance teams to align on business priorities

• Support planning cycles, including forecasting, resource planning, and goal setting

• Facilitate business reviews, QBRs, and executive reporting

AI & Automation (Preferred)

• Leverage AI-powered tools for:

  • Data analysis

  • Workflow automation

  • Predictive insights

• Continuously identify opportunities to integrate AI into operational processes

Qualifications 
Experience

• 3 8 years of experience in:

  • Business Operations

  • Customer Success Operations

  • Program / Project Management

• Experience in a SaaS or subscription-based environment preferred

Skills

• Strong analytical and problem-solving skills

• Experience with data tools (e.g., Excel, SQL, Tableau, Power BI)

• Ability to translate data into actionable insights

• Strong stakeholder management and communication skills

• Experience managing multiple projects in a fast-paced environment

Tools & Technologies (Nice to Have)

• CRM tools (e.g., Salesforce)

• Analytics tools (Tableau, Power BI, Looker)

• Project management tools (Jira, Asana, Confluence)

• AI / automation tools (e.g., ChatGPT, ML models, workflow automation platforms)

Key Success Metrics

• Improved customer adoption and engagement

• Increased retention (GRR/NRR)

• Higher customer satisfaction (NPS/CSAT)

• Operational efficiency and process scalability

• Data-driven decision-making adoption